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CLIENT SUPPORT PHILOSOPHY AND METHODOLOGY <br />FREESE AND <br />NICHOLS: <br />HELPING YOU <br />PROTECT YOUR <br />WATER SUPPLY <br />FNI understands the importance of service, support and quality control. As a means <br />of achieving the goal of complete client satisfaction, the firm has developed a <br />strong philosophy of project management and client support. The FNI project <br />managers manage by deliverables. The project manager identifies all deliverables <br />from final plans and specifications to bi-weekly one-page status report and sets a <br />firm timeline. This focus stresses the importance of keeping the project schedule, <br />carefully monitoring the progress of the project components, and keeping the lines <br />of communication active and open. <br />FNl's project managers seek first to understand and then be understood. The <br />majority of the project manager's communication time is spent listening - <br />understanding the clienYs needs and expectations, understanding the resource <br />needs of the project team members and understanding the issues inhibiting <br />progress of the project. <br />FNI project managers require the submission of a <br />one-page status report from all project team <br />members on a bi-weekly basis. The reports are a <br />snapshot of the project status that allow project <br />managers to detect possible issues and delays that <br />will adversely affect the project schedule and <br />budget. Every month a summary report will be <br />submitted to the client three days before the <br />monthly progress meeting. The report includes <br />summary information for the following: <br />• Progress to report this period <br />• Pending issues <br />• Issues impacting budget or schedule <br />• Progress anticipated next period <br />When applicable, the report also includes project <br />completion statistics and photographs. <br />ra <br />M~ <br />~ .a.~. <br />~,...w._. <br />- ~+w.wE.rwa <br />FNI measures success with the use of client surveys. The data from <br />the surveys is distributed to the project manager, the operations <br />manager and the client representative for review and analysis. <br />Effective client support and client satisfaction is essential to the <br />continued growth and success of FNI. FNI management will adjust <br />company policy to correct any deficiencies in customer satisfaction. <br />Innovative approaches . . <br />rooil <br />Fraess .~w Nlchola <br />practical resulu <br />Vulnerabiliry Asse±sment and Emergency Respon:e Plan SOQ PaSe 9 <br />